Freshworks CRM allows you to record your user’s website sessions using the Session Replay feature. 


To set up the Session Replay features, follow these steps:

  1. On your left panel, click the WEB ANALYTICS AND MANAGEMENT  button and select  Session Replay.

  2. Click the button. This brings up the Create Session dialog box.  

  3. Give a name to the experiment and click . This takes you to a page where you can configure the Session Replay experiment.  

    Note: Session Replay experiments can be run only if the tracking code is embedded in your website. To learn how to embed the tracking code in your website, refer to this article


  1. Exclude URLs (Optional)- Mention the URLs of the page(s) to be excluded from your experiment. Sessions will not be recorded on these pages. By default, no URLs are excluded. You can also select options for URL targeting

    1. Simple Match - Default match type used to target a page on a site.

    2. Exact Match - Targets a URL with a query parameter.

    3. Regex - To use the RegEx functionality for targeting pages with a pattern match.

    4. Substring -Target all pages which contain the given substring.

  2. Set Traffic limits (Optional)- By default, traffic included in the experiment is set at 100%. Change the percentage(%) of traffic for this experiment by adding a relevant value.

  3. Set schedule (Optional)- The scheduler option lets you set up conditions to start and end an experiment. This requires a scheduled date and time or visitor limit to be set as an end condition for the experiment. The experiment eventually stops on reaching any of the two conditions.

  4. Mask Key Stroke Data (Optional): Click the checkbox to prevent the session from recording your key strokes.

  5. Mask Sensitive Elements(Optional)Mask sensitive elements like debit card, credit card number using css selector.


  6. Click . This takes you to the page where you can configure the audience which can be targeted.

  7. Choose the audience on which the Session Experiments should run. 
    You can also choose a custom audience on whom the experiment can be run.

  8. Click  to commence the experiment. This gives you a success notification and takes you to the summary screen of your experiment.